This is a policy template for a merchant and its customers, not a sales contract between Aster and visitors to this website.
Store policies are templates for merchants to adapt and review against their actual seller, products and sales markets.
1. Seller and order of application
Seller: example. Support: support@example.com. Return address: example. Telephone: example. This draft requires actual markets, categories, procedures and addresses before trading. Statutory withdrawal, defect, nondelivery and other remedies prevail. Voluntary commercial returns may add rights but cannot reduce legal protection. AI, fraud labels, PSP technical limits or “final sale” copy cannot themselves defeat your statutory request.
2. Applicable EU branch: withdrawal period
For eligible physical distance purchases protected by the relevant EU Member State’s consumer rules, you may normally notify withdrawal within 14 calendar days after you or a designated noncarrier third party receives the goods, without giving a reason. Split-item, multiple-part and regular-delivery start events must reflect the actual transaction. Services and digital content not supplied on a tangible medium normally run from contract formation, subject to the exceptions below. Failure to provide proper withdrawal information may extend the legal period; the normal deadline cannot then simply be used to refuse.
3. How to notify and withdraw online
Notify us by support@example.com, a clear postal statement or the applicable online Withdraw from contract function at https://example.com/withdrawal. No prior return number or mandatory form is needed. Where online-withdrawal duties apply, the function remains prominent and available throughout the period, lets you confirm your name, order reference and receipt address, and submits through a clear Confirm withdrawal action. We then provide a retainable receipt of its content, date and time without undue delay. Timely submission is not changed by a queue for human review.
4. Sending goods back, costs and handling
Under applicable EU withdrawal rules, goods normally must be sent back within 14 days after notification unless we offer collection, with timely dispatch satisfying the return deadline. You bear direct return shipping only when lawfully disclosed before purchase and permitted by law; bulky items not normally returnable by post require a prior reasonable cost estimate. Necessary handling to establish nature, characteristics and functioning is not charged. Diminished value from excess handling may be deducted only with the legal prerequisites and evidence. Unopened condition or original packaging cannot be a blanket condition of statutory withdrawal.
5. Refund scope and timing
Under applicable EU withdrawal rules, we normally reimburse payments and standard outbound delivery no later than 14 days after receiving the withdrawal notice; the increment for a more expensive delivery option you chose may be excluded where lawful. Unless we offer collection, a goods refund may be withheld as law permits until the earlier of receipt of the returned goods or your evidence of dispatch. Refunds use the original method unless you expressly agree to a no-cost alternative; store credit cannot be forced. Other jurisdictions and nondelivery refunds follow their own deadlines, without postponing initiation for the length of a bank’s posting estimate.
6. Product exceptions and digital content
Customized, perishable and certain unsealed hygiene goods are excluded from no-reason withdrawal only when the precise legal conditions apply, without affecting defect remedies. Early supply of paid digital content not on a tangible medium invokes an exception only when all requirements are met, including prior express consent, express acknowledgment of the resulting loss of withdrawal rights and required contract confirmation. Services require separate treatment of early start, completion and proportionate charges with the necessary requests and acknowledgments. Applicable exceptions must be disclosed before purchase; “all digital goods are nonrefundable” is not acceptable.
7. Defects, damage, wrong items and nondelivery
Please describe the issue promptly with reasonably available order and factual information. An unboxing video, every piece of packaging or an unusually short notice period cannot be imposed as a condition of all remedies. Depending on law and circumstances, repair, replacement, price reduction, cancellation or refund may apply, with the merchant paying necessary costs allocated to it by law. Statutory quality rights differ from no-reason returns; expiry of a commercial window does not end defect rights. Nondelivery follows the shipping policy and cannot require consumers to seek recourse only from the carrier.
8. Voluntary commercial returns
Any voluntary return period beyond legal protection is example; eligible categories example; reasonable condition requirements example; direct-shipping allocation example; exchange process example. Merchants must not advertise extra promises such as “30-day unconditional refunds” before completing and publishing those commitments. More favorable promises already made must be honored. If an exchange is unavailable, agree on a refund or another option rather than automatically substituting a more expensive item or demanding extra payment.
9. Internal approval, refundable funds and failures
An authorized merchant employee approves each refund; AI only assists fact gathering and drafting. The system verifies order ownership, currency, captured or settled amounts eligible under PSP rules, and successful and pending refunds, preventing excessive or duplicate requests and reconciling outcomes. Internal balance validation is a financial safeguard, not a reduction of the amount legally owed. If the original channel fails, closes or cannot complete a refund, we promptly coordinate a lawful alternative acceptable to you rather than treating technical failure as loss of your rights.
10. Human review and disputes
You may request human review at support@example.com using the existing order reference without repeatedly negotiating with an agent. We propose acknowledging within two business days and providing a reasonable estimated handling time, without extending legal refund or withdrawal periods. PSPs, regulators, courts and applicable ADR bodies remain available. Where a chargeback exists, we may check for duplicate reimbursement but cannot suspend legal responsibilities indefinitely merely because a dispute exists.
11. Optional withdrawal statement
To example (address example; support@example.com): I/we notify withdrawal from the contract for the following goods or services. Order reference: example; goods or services: example; order date: example; receipt date if applicable: example; consumer name: example; address: example; receipt email: example; date: example. A signature is required only where applicable to a paper submission. Any other clear withdrawal statement is also accepted. Local counsel must assess whether a statutory model form should be supplied.